Customer Experience Specialist

Department: Customer Experience

Location: Remote | UK

Employment Type: FullTime

About Aphex
Our customers are the largest construction contractors, responsible for the tunnels, roads, bridges, and buildings we use daily. Our users are the engineers managing and planning these incredible projects.

Instead of juggling spreadsheets, whiteboards, and outdated systems, we build tools (with automated delay tracking, reports, and visualisations - including multiplayer Gantt charts, maps, boards, and lists) that allow anyone on a project to plan and communicate their work with complete visibility of everyone around them.

The Role
Customer Experience at Aphex sits inside product and plays a big part in how people experience our product as it evolves.

The CX team owns product knowledge, user-facing communication, and day-to-day support. We work closely with Product to understand whats changing, why it matters, and how it works - turning that into clear, functional guidance that helps users learn, adapt, and feel confident using Aphex.

CX owns how new features and improvements are communicated to users - whether thats in-app messages, changelogs, emails, guides, or something new were experimenting with - partnering with Marketing to turn product momentum into advocacy and customer champions along the way. We care a lot about how change is communicated, and were always evolving the way we bring users along on the journey of what were building and why.

CX is also right in the middle of everyday product questions and problem-solving. The team owns live chat support, digs into bugs and edge cases, leads incident communication, and builds a solid understanding of how the product fits together end to end - informed by what users are asking for and where theyre getting stuck. CX also owns Voice of Customer reporting: triaging feedback into the right product areas, spotting recurring themes and risks, and making sure that evidence reaches Product.

Because of that, this role gives you close exposure to how modern software is built and improved, and a real voice in the feedback loops that shape what comes next.
Internally, CX is a trusted source of product understanding; supporting teams across Aphex and helping new starters get up to speed with how the product really works.

What Youll Do
Support & Troubleshooting

• Be in live chats every day, solving problems with users and learning whatll make Aphex better next

• Dig into issues and edge cases and pass on clear context to the right teams (Engineering, Product, Customer Success)

• Troubleshoot external tools and integrations, and support SSO set-up for customers

• Own the maintenance and expansion of Intercom, our support platform

• Raise and escalate incidents to Engineering, and keep things moving until theyre resolved

Product Communication

• Turn product changes into updates users can understand and follow

• Write and maintain things like release notes, in-app messages, and our external changelog

• Own how and where updates show up so they feel connected and clear - and decide when customers need proactive communication about launches, changes, and known impacts

• Give users advance notice of major changes in-app, and lead communication during incidents

• Partner with Marketing to turn product momentum into advocacy and customer champions

Product Knowledge & Education

• Keep our help centre and product documentation in good shape as the product evolves

• Help teammates and new starters get comfortable with how Aphex works

• Support consistent product understanding across the company

• Own projects that improve support, knowledge sharing, or how CX works day to day

Voice of the Customer

• Triage bug and feature feedback into the right product areas, bringing clear context and evidence with it

• Define how we tag and organise feedback so recurring patterns and risks are easy to spot and share with Product

• Monitor post-release sentiment, confusion, and support impact, and feed it straight back to Product

• Close the loop with users once bugs are fixed, requests are actioned, or improvements ship - so they know they were heard

Who you are

• Energised from working closely with users - talking things through, solving problems together, and using those conversations to inform how we communicate and improve things next

• Are naturally conversational and curious, and enjoy being in the middle of people, problems, and product

• Are excited by the idea of owning how product updates are communicated - thinking about the story, the format, and how we bring users along on what were building and why it matters

• Enjoy experimenting with different ways of communicating change, from words and visuals to lightweight videos, GIFs, and in-app moments
  Like playing with tools and formats, and are interested in building simple frameworks or patterns over time so product communication feels thoughtful and consistent across channels

• Like looking under the hood to understand whats really going on - whether thats inspecting things in the browser, checking cloud logs, testing APIs, or learning just enough of the technical detail to explain why somethings working (or not)

• Dont need to be deeply technical, but enjoy getting closer to how software works and learning the tools that help paint a clearer picture

• Are comfortable transitioning between creative thinking and practical problem-solving, depending on what the moment calls for
  

What We Offer

1. Flexible/remote work across UK and Australian time zones, with WeWork access

2. One annual all-expenses-paid international team offsite (weve been to Vietnam and Thailand — where to next?)

3. An Aphex social budget

4. £500 annual training allowance and access to our Emerging Leaders programme

5. Paid parental leave

6. MindFi EAP access

7. Employee Referral Program

8. 25 days holiday plus UK bank holidays

9. Bupa Health & Dental Care
   

Ready to transform construction?
At Aphex, we believe our team should reflect the variety of perspectives in the world we build for. We encourage you to apply even if you dont meet every listed requirement - your unique perspective might be exactly what we need.

To see more about how we work and what were building, check out our careers page:
aphex.co/careers

Equal Employment Opportunity (EEO) Statement

Our company does not discriminate in employment on the basis of race, color, religion, gender identity or expression, national origin, age, disability, or other non-merit factors. At Aphex, we believe our team should reflect the variety of perspectives in the world we build for. Weve noticed that qualified candidates from underrepresented groups sometimes hesitate to apply unless they meet 100% of the listed requirements, while others might apply when meeting just 60%.

If youre excited about Aphex and believe you have the core skills to succeed in this role, we encourage you to apply - even if you dont check every box in the description. Your unique perspective might be exactly what we need. If you need any accommodations during the interview process, please let us know.